Singapore: Frequently Asked Questions

General

Unfortunately we will no longer be able to offer PokerStars games to players in Singapore from February 2, 2015. This restriction is due to Singapore’s Remote Gambling Act, but rest assured you will still be able to access your PokerStars account and withdraw funds at any time. However, from February 2 you will no longer be able to make deposits or play on PokerStars, and sending (or receiving) player-to-player fund transfers must be done before this date.

It has been our pleasure to welcome players from Singapore, and it is with regret that we will no longer be able to offer you our products. However, you can still spend your FPPs on bonuses in the VIP store, and we will give partial credit toward Stellar Rewards and Milestone Cash Credits for those due at least $10 in bonuses.

These credits will be made by February 5, 2015.

My account

Your account balance is completely safe. Our license in the Isle of Man requires us to keep player funds separate from the company’s operating funds. PokerStars has always complied with this requirement and continues to do so for all of our player deposits.

The PokerStars Cashier is now available for you to cash out the funds in your real money account.

If you have any unused T$, T€ and/or Tournament Tickets in your account, they will automatically be converted into their equivalent cash value upon entering the Cashier. Freeroll and FPP buy-in tickets have no real money buy-in value, and are therefore ineligible for credit.

FPPs and VIP Rewards:

You will be able to use your FPPs in the PokerStars VIP Store to purchase VIP Reward Bonuses. These VIP Reward Bonuses, once purchased, result in cash being instantly deposited into your account. These funds will be immediately available for cashout.

VIP Reward Bonuses are, as before, available for purchase based on the VIP level of each player. Players with VIP levels other than BronzeStar will have until their status expires to purchase VIP Reward Bonuses that require their higher VIP level.

You can also use your FPPs to purchase any VIP Stellar Rewards and/or Milestone Cash Credits that you may have earned in 2014 or 2015 but are yet to claim. The funds from any purchased VIP Stellar Rewards and Milestone Cash Credits will also be immediately available for cashout.

Any FPPs remaining after you purchase bonuses and rewards will be made available to you again if you are able to play for real money on PokerStars at some point in the future.

Many players are receiving credited funds for partial progress toward earning their next VIP Stellar Reward. Compensation amounts are calculated by determining the percentage of incremental VPPs earned toward the next VIP Stellar Reward. Credits are being issued to all players who would receive $10 or more using this formula.

For example, consider a player who has 8,000 yearly VPPs. This player earned their last VIP Stellar reward at 5,000 yearly VPPs and was working toward a $50 reward at 10,000 VPPs. This player has earned 3,000 (60%) of the 5,000 VPPs required for the next VIP Stellar Reward. This player is being credited 60% of the $50 reward, or $30.

If you have more than 100,000 VPPs you will be credited with partial progress towards your next Milestone Cash Credit. Compensation amounts are calculated by determining the percentage of incremental VPPs earned toward the next Milestone Cash Credit, then awarding the same percentage of the value of the reward to be earned.

For example, consider a player who has 375,000 yearly VPPs. This player has earned the 300,000 VPP Milestone Cash Credit and is 75% (75,000 out of 100,000) of the way towards earning their $3,000 Milestone for 400,000 VPPs. This player is being credited 75% of $3,000, or $2,250.

These credits will be made by February 5. 2015.

If you relocate to a country where PokerStars is available later this year (providing proof of relocation) you will not be able to purchase a VPP Milestone Cash Credit for which you have received partial credit. Instead, you will be able to email vipclub@pokerstars.com after earning the required VPPs to receive credit for the remaining portion of your reward.

Cashouts

To make a cashout request, log in to your PokerStars account and visit the Cashier.

A pop-up screen will prompt you to cashout your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Click ‘Cash Out’ and then select from the available cashout options. If you click ‘Close’ you will still be able to initiate a cashout by clicking the ‘Cash Out’ button in the Cashier.

Carefully review the information on the screen showing cashout options before completing your cashout request. Please make sure to check the Cashier for the options and limits available to you.

Wire Transfers: if you see that the bank account designated to receive your cashout has been cancelled or has expired, please cancel your cashout request and email us at paymentservices@pokerstars.com.

Paper checks: if you see that the mailing address is incorrect or incomplete, cancel your cashout request and update your mailing address. To update your address go to ‘Account’ -> ‘Change Account’ -> 'Change Mailing Address...' from the main Lobby. If your full name is incorrect, please contact security@pokerstars.com for further assistance.

Processing times:

VISA and Entropay: Cashouts will be sent for processing within 72 hours. Please allow up to 10 business days for the funds to appear in your bank account.

Webmoney: Cashouts will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your Webmoney account balance.

Paper Checks: Cashouts will be sent for processing within 72 hours. Checks under $1,000 USD equivalent will be sent by regular mail, and are expected to arrive within 15 business days. Checks over $1,000 USD equivalent will be delivered by courier and are expected to arrive within seven business days.

Wire Transfers: Cashouts will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

NOTE: Visa, Entropay and WebMoney cashout options will only be available if you have used those payment methods to deposit within the last 12 months since June 1, 2014.

Once you submit your cashout request, an email notification will be sent to your registered email address confirming each transaction made within your PokerStars account. Always refer to your confirmation email after you've made a cashout to confirm how your funds will be processed.

Please note that due to the expected high volume of cashout requests, we anticipate a slight delay in processing and delivery of your funds. Rest assured that your funds are safe and we will process your request as soon as possible.

A pop-up screen will prompt you to cashout your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Cash Out’. If you click ‘Close’ you will still be able to initiate a cashout by clicking the ‘Cash Out’ button in the Cashier.

From the available cashout options, select the ‘VISA/Entropay’ option (which will be associated with the VISA/Entropay card you last used to deposit) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your cashout. If everything is correct, click the 'OK' button and complete your cashout request

VISA/Entropay cashouts are available from $10.00. They will be sent for processing within 72 hours. Once processed, it can then take up to 10 business days for the funds to be credited on your card.

A pop-up screen will prompt you to cashout your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Cash Out’. If you click ‘Close’ you will still be able to initiate a cashout by clicking the ‘Cash Out’ button in the Cashier.

From the available cashout options, select the ’WebMoney’ option (which will be associated with WebMoney account you last used to make WebMoney deposits) and click 'Submit'.

After you click ‘Submit’, you will see a confirmation screen with more details about your cashout. If everything is correct, click the 'OK' button.

WebMoney cashouts are available from $1.00. They will be sent for processing within 72 hours. Once processed, the funds will be immediately available in your WebMoney account balance.

The WebMoney cashout option is only available if you used WebMoney to deposit within the last 12 months since June 1, 2014.

Before cashing out your funds through this method, please make sure that both your full name and current mailing address are properly registered in your PokerStars account.

If your mailing address is incorrect or incomplete, please cancel your cashout request and update your mailing address. To update your address go to ‘Account’ -> ‘Change Account’ -> 'Change Mailing Address...' from the main Lobby. If your full name is incorrect, please contact security@pokerstars.com for further assistance.

To cashout via this method, follow these steps:

Log in to your PokerStars account and go to the Cashier.

A pop-up screen will prompt you to cashout your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ’Cash Out’. If you click ‘Close’ you will still be able to initiate a cashout by clicking the ‘Cash Out’ button in the Cashier.

From your list of available cashout options, select the ’Check in’ option. Additional information about your selected cashout option will be available to you in the right hand panel.

Once you click ‘Submit’, you will receive a confirmation screen with more details about your cashout. Please make sure all the information is correct before you click on ’Send Check’.

Checks are sent to the full name and mailing address listed in your PokerStars account at the time you make your cashout request. If your check is sent to an incorrect name or mailing address, you will incur a fee to place a stop-payment order on this check.

Paper Checks are available from $50. Checks under $1,000 USD equivalent will be sent by regular mail, and are expected to arrive within 15 business days. Checks over $1,000 USD equivalent will be delivered by courier and are expected to arrive within seven business days.

Wire Transfers allow you to cashout funds directly to your bank account. Before initiating your cashout, please make sure to have your current banking information at hand.

To cashout via this method, follow these steps:

Log in to your PokerStars account and go to the Cashier.

A pop-up screen will prompt you to cashout your account balance, including the cash value of any T-Money or Tournament Tickets you may have had in your account. Select ‘Cash Out’. If you click ‘Close’ you will still be able to initiate a cashout by clicking the ‘Cash Out’ button in the Cashier.

From the available cashout options, select the ’Wire Transfer’ option and click 'Submit'.

A pop-up window will appear on your screen where you will need to enter your banking information. After filling in the form, click 'Request'.

Once you have successfully registered your bank account in our system, you will be taken back to the cashout screen where you will find your banking details next to the ’Wire Transfer’ option. This time simply click 'Submit'. You will then get a confirmation screen with your cashout request details. If everything is correct, click the 'OK' button.

NOTE: PokerStars covers all fees charged by the sending bank. Players are responsible for any fees charged by their bank or intermediary banks (if applicable) for receiving a wire transfer.

Wire transfers are available from $1,000. Wire Transfer cashouts will be sent for processing within 72 hours. Please allow 3-5 business days for funds to be credited to your designated bank account.

Playing on PokerStars

If you have completely relocated outside of Singapore, you are free to play on our site from your new residence. However, to do so, you will be required to submit proof that you are actually resident in another location to have your privileges reinstated. Acceptable proof consists of copies of government-issued photo identification as well as a recent utility bill showing your new physical address.

No. Real money play is not allowed while you are physically located within Singapore under any circumstances. Players who attempt to play for real money with the aid of technical workarounds will lose their playing privileges and/or funds in their account in accordance with Section 5.11 of the PokerStars Terms of Service.

You may not play for real money, make deposits or make any real money transfers while you are physically located in Singapore under any circumstances. Even if you are simply visiting, you may not play on PokerStars while you are there.

Unfortunately this is not possible. Currently, all accounts registered with an address in Singapore are blocked from real money play. To be able to play again you must be resident in a country which is not a prohibited jurisdiction and be able to prove it.

Yes, you are free to continue to play for play money on either our .com or our .net site. However, players may not participate in freeroll tournaments which have real money prizes or any other prizes other than play chips.

Live Events

You are still welcome to play in any PokerStars Sponsored Live Event. Unfortunately, you will not be able to buy in directly to these events through your PokerStars account, or have any winnings deposited to your account.. However, there are other registration options available to you to, please email registrations@pslive.com for alternative registration instructions.

Yes, players are eligible to play in all PokerStars-sponsored live events. Tournament packages and buy-ins won or otherwise earned on PokerStars up until now will be honoured. You will remain registered into the live event as usual.